Unified Service Desk Training Curriculum (08 Hours)
Module 1: Introduction to Unified Service Desk (1 Hour)
- Overview of Microsoft Dynamics 365 Customer Service
- Introduction to Unified Service Desk (USD)
- USD Architecture and Components
- Benefits of Using USD
- Agent Desktop Concepts
- Real-world Customer Service Scenarios
Module 2: USD Installation and Configuration (1 Hour)
- Prerequisites and Environment Setup
- Installing Unified Service Desk
- Understanding USD Configuration Entities
- Creating and Managing Hosted Controls
- Configuring Applications and Integrations
- Testing the USD Environment
Module 3: Navigation Rules and Session Management (1 Hour)
- Understanding Navigation Rules
- Configuring Session Management
- Creating Agent Scripts
- Managing Customer Sessions
- Handling Multiple Sessions
- Best Practices for Navigation Design
Module 4: Hosted Controls and Action Calls (1.5 Hours)
- Introduction to Hosted Controls
- Types of Hosted Controls
- Creating and Configuring Hosted Controls
- Understanding Action Calls
- Building Automation Using Action Calls
- Error Handling and Troubleshooting
Module 5: Agent Scripting and Automation (1 Hour)
- Agent Script Fundamentals
- Creating Guided Customer Service Processes
- Automating Agent Activities
- Session and Workflow Integration
- Enhancing Agent Productivity
- Best Practices for Script Design
Module 6: Integration with Dynamics 365 and External Applications (1 Hour)
- Dynamics 365 Integration
- Integrating Web Applications
- CTI and Telephony Integration Concepts
- External System Connectivity
- Data Exchange and Screen Pop Scenarios
- Integration Best Practices
Module 7: Advanced Configuration and Administration (1 Hour)
- Configuration Migration
- User and Security Management
- Performance Optimization
- Monitoring and Diagnostics
- Troubleshooting Common Issues
- Enterprise Deployment Considerations
Module 8: Hands-on Lab and Real-world Implementation (0.5 Hour)
- Building a Basic USD Configuration
- Creating Hosted Controls and Action Calls
- Configuring Agent Scripts
- Testing Customer Service Scenarios
- Real-world Project Demonstration
- Q&A and Training Summary
Total Duration: 08 Hours.
